Program Manager

Overview

The Program Manager is responsible for directing a high-performing technical organization to ensure the successful delivery of information processing and support services. This role oversees multiple site teams and managers, translating organizational objectives into operational plans while optimizing personnel, technologies, and methodologies to meet current and future business needs. The leader drives performance by meeting KPIs and SLAs, strengthening workforce capabilities, and fostering a culture centered on people development, customer focus, and continuous improvement.

Through strategic planning, budget stewardship, resource modeling, and the implementation of ITSM best practices, this role ensures reliable and efficient service delivery for the client.

• Plans, directs, and coordinates the strategic, operational, and tactical activities of individuals responsible for the delivery of information technology support services.
• Develops and implements clear operational objectives and plans for the
• Identifies and assembles the optimal combination of personnel, technologies, and methodologies to meet current and near-term requirements.
• Aligns organizational objectives with detailed, executable work plans for the
• Develop contingency plans to address changes in business needs and operating
• Participates in operational meetings with the client’s delegated representatives both on-site and virtually
• Ensure high-performing technical teams operate effectively in a secure manner
• Accountable for meeting KPIs and SLAs related to performance
• Develop and implement strategies to attract staff and retain top talent within staffing
• Foster a people-focused culture with an emphasis on career development and customer
• Drive continual improvement through strategic analysis of trends and data, delivering actionable
• Enable a collaborative and innovative work environment to support team growth
• Manage resource allocation and budget planning to optimize operational efficiency and identify cost savings to the client.
• Evaluate resource modeling strategies, automation, or service improvements to deliver more efficient services that result in savings to the customer.
• Ensure compliance with industry and regulatory standards
• Leverage and implement industry best practices such as ITIL to optimize service
• Analyze ticket trends, anticipate client needs, and propose action plans to proactively address challenges and issues across a broad scope of services to optimize service delivery.
• Implement process improvement methodologies to evaluate and adapt current processes to improve productivity, streamline workflows, and reduce costs.
• Collaborate with cross-functional teams and stakeholders to align organizational goals
• Develop and implement performance objectives, process improvements, and professional development plans aligned with business needs.
• Maintain the health and security of our customers’ IT experience, ensuring reliable, repeatable, and secure performance
• Oversee end-to-end delivery of IT and operational services to ensure alignment with client expectations and contractual requirements.
• Serve as the primary point of contact for client delivery matters, ensuring timely communication, issue resolution, and strong partnership with client stakeholders.
• Lead operational reviews and participate in client meetings to provide updates on performance, risks, and improvement initiatives.
• Coordinate cross-functional teams to support seamless delivery of services across multiple labs and technical

• Bachelor’s Degree in a related field plus five (5) years of
• In lieu of a degree, ten (10) years’ total relevant experience is
• U.S. Citizenship is required.
• Ability to obtain and maintain a DOE Security Clearance
• Strong…